US Partner Support Team Manager (SaaS) - WFH

About Penbrothers:

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client:

Our client is the global leader in fleet management technologies. Their solutions harness the power of video to empower drivers and fleets to be safer and more efficient, productive, and profitable so they can thrive in today’s competitive environment. Through their platform, direct and reseller clients access customizable services and programs spanning driver safety, risk detection, fleet tracking, compliance, preventative maintenance, and fuel management. Using the world’s largest driving database of its kind, along with proprietary machine vision and artificial intelligence technology, our client helps protect and connect thousands of fleets and 1.6 million drivers in more than 60 countries worldwide. They are privately held and headquartered in San Diego, California. For more information, visit their website.

About the Role:

Our client is seeking an experienced Partner Support Team Manager to lead and develop our partner support team. This individual will be instrumental in ensuring that our clients receive top-tier support and solutions, aligning with our mission to deliver cutting-edge technology and unmatched service. The successful candidate will drive key performance metrics and foster a customer-centric culture that enhances satisfaction and loyalty.

What you’ll do:

Partner Engagement & Account Ownership:

• Own a portfolio of key B2B partner accounts, acting as the main point of contact and ensuring long-term success and satisfaction.

• Build strong relationships with partners by understanding their business goals, challenges, and how Lytx’s solutions fit into their operations.

• Monitor partner health, usage data, and trends to proactively mitigate risks and identify opportunities for deeper engagement.

• Coordinate with internal teams to resolve complex partner issues and advocate for partner needs.

Team Leadership and Development:

• Lead, coach, and motivate a team of customer service representatives to achieve performance excellence.

• Foster a culture of continuous improvement and collaboration within the team.

• Conduct quarterly performance evaluations, feedback sessions, and development planning with each CSM - share with Lytx team leads.

• Regular check-ins with Lytx leadership on process improvement plans and ideas, identifying areas where additional training and mentorship is needed for each team member.

• Serve as point of reference and support for client escalations and partner with Lytx leadership to de-escalate.

Operational Efficiency:

• Monitor and manage Service Level Agreement (SLA) Compliance, ensuring timely resolution of customer inquiries.

• Monitor and distribute client cases to the CSM team.

• Develop specialized teams for higher complexity/more sensitive cases that require faster turn around.

• Oversee and address Ticket Volume and Backlog, maintaining efficient workflows and minimizing unresolved tickets.

• Drive improvement in Average Handling Time (AHT), balancing speed with quality service delivery.

Customer Satisfaction:

• Champion initiatives to enhance First Contact Resolution (FCR) rates by ensuring effective problem-solving practices.

• Analyze and improve Customer Satisfaction (CSAT) scores, implementing strategies to address gaps and exceed customer expectations.

Metrics and Reporting:

• Regularly analyze performance metrics, including SLA, ticket backlog, FCR, CSAT, and AHT, to identify trends and areas for improvement.

• Prepare and present reports to leadership, providing actionable insights and recommendations.

Cross-Functional Collaboration:

• Partner with other departments, such as billing, accounts receivable, implementation, contracts, and technical teams, to ensure seamless customer experiences.

• Communicate customer feedback to Lyx leadership to drive improvements in products and services.

Requirements

What You Bring:

• At least 5 years of experience in a customer service leadership role, preferably in a technology-driven environment.

• Strong understanding of customer service metrics and tools for performance management.

• Excellent communication and interpersonal skills.

• Analytical mindset with the ability to interpret data and implement data-driven strategies.

• Passion for customer advocacy and a commitment to delivering exceptional experiences.

Don't meet every single requirement? At Penbrothers we are committed to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but you don't feel 100% aligned with the qualifications, we encourage you to apply anyway. You may just be the right fit for this or other roles.

Hiring Process:

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

What You’ll Get:

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies.

· Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.

· Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.

· Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.

· Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.